出版社：International Association for Computer Information Systems
摘要：In the business world, exceptional customer service is vital to customer satisfaction, retention, and loyalty. Until recently, colleges and universities had a monopoly on higher education in their protected territories. Today, they are faci ng extreme competition from online interlopers encroaching on their formerly exclusive target audiences, necessitating a shift in how they react to students' newfound power to choose how and where they obtain their education. This paper will provide: an an alysis of the arguments for and against viewing students as consumers; student perceptions on what customer service should look like in online courses; and a common - sense approach to merging best practices of customer service quality to best practices in o nline instruction.
